Genius

Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work. As a Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for Apple’s products and services. You deliver exceptional service and empower customers to get the most out of their Apple products and services. A Genius makes sure customers are educated about repair options and Apple offerings, and performs repairs on all Apple products serviced in the store. A Genius excels in repairing relationships with customers and demonstrates the high standard of service and support in our retail stores. You enhance team knowledge by modeling exceptional service and educating and mentoring team members.

Description:

• Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.
• Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
• Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.
• Use extensive knowledge of hardware and software components to identify where technical concerns may originate from and educate others on the team.
• Serve as a Mentor, resource, and positive role model for Genius Bar team members. Support leadership in providing timely resolution to customer escalations.
• Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.